Performance
The Retailer Wholesaler Group (RWG) covers the Operational Terms and is made up of Retailers, Wholesalers, MOSL, CCWater and Ofwat. Their aim is to tackle the big market issues and share good practice to improve overall customer service in the market.
See how we currently align to the RWG good practice guides.
Our Approach exceeds the good practice guide in the following areas:
| Good Practice Guide | Severn Trent’s Approach | |
| Time to Repair leak | 30 days to repair (exemptions apply). | 60 days to repair (exemptions apply). No limit for where water did not return to sewer. |
| How long does the retailer have to apply for an allowance? | 6 months from repair date. | Within 6 months of repair for Waste if returned to sewer. 6 years plus current for Waste where it did not return to sewer. |
| How long is the allowance granted for? | 12 months (exemptions apply | Full period of leak (up to 6 years), exemptions apply. |
| How many allowances can be requested? | 1 in 24 months | 2 in 24 months (No limit for Water where water did not return to sewer). |
Severn Trent also give allowances for sewerage and water, whereas others only give allowances for water.
Aligned to good practice guide in all areas.
Read the following Good Practice Guide to find out more about how we align:
Aligned to good practice guide in all areas.
Read the following Good Practice Guide to find out more about how we align:
Our approach for communicating planned activities different to that stated in the good practice guide in below areas:
| Good Practice Guide | Severn Trent’s Policy |
| Use of ‘portal push notifications’ to NHH customers directly. | No push notifications to NHH customers directly as we don’t hold their contact information (any contact details we obtain is for incident use only). All notification will be forwarded to the Retailer who cascades it. |
| Use of social media and website for planned work. | Utilise these channels on a significant proportion of our planned events. |
| NHH customers will be engaged in public consultations and pop-up campaigns in all circumstances of capitol water & sewerage works. | When appropriate this method will be utilised, but not all events will require this level of communication. |
| Retailers to have push notification of planned working activities. | Currently provide information via a self-serve Retailer portal. |
Aligned to good practice guide in all areas.
Read the following Good Practice Guide to find out more about how we align:
Aligned to good practice guide in all areas.
Read the following Good Practice Guide to find out more about how we align: